from a nearby junkyard? By being able
to collaborate with the desk reviewer up
front electronically, the appraiser can
make the right economic trade-off where
appropriate. If the cycle time delay is
more costly than the savings on the part,
then the appraiser can then go with the
new part and avoid a negative impact to
their key performance indicators (KPIs)
during desk review. On the back end,
this prevents delay in the approval of the
claim as well as unnecessary rework.
getting on the Same Page
Appointment scheduling can also cause
slowdowns in the claims process. It is very
easy for a field appraiser to make an unnecessary trip in the event that a customer
cancels an appointment at the last minute.
Rework may also be required if the appraiser
arrives at the shop to find that the vehicle
has been moved elsewhere. When dealing
with moving pieces, a single platform that
provides consistent event notifications can
prevent extraneous trips and reassignments.
Even in a claims environment that has
THE PROBLEMS WITH TOWING
Findings of the 2011 National Towing Survey were released by the Property Casualty
Insurers Association of America (PCI) to provide insight into insurers’ concerns regarding
problems with towing companies.
An issue with a towing company can be just part of the reason an auto claim’s cycle time
increases. Though many operators are honest and well-intentioned, there are some that
create widespread problems and give towing companies across the country a bad name.
The number one towing issue, according to the survey, is the skyrocketing and inconsistent fees
and charges associated with towing and storage. According to the National Insurance Crime
Bureau (NICB), claims of inflated towing or storage bills have increased 59 percent since 2009.
It was also noted that vehicle owners and insurers alike frequently became aggravated
with the inconsistent and difficult release process, the lack of transparency and
communication from towing companies, and the access to vehicles for adjusters. Many
motorists complained that it felt as though their vehicle was being held hostage.
The survey also addressed the least desirable cities for one’s vehicle to be towed. Of the
149 cities that made the list, the five worst cities for aggressive towing practices were
Chicago, Philadelphia, New York City, Atlanta, and Houston. The worst states, of a total of 42
mentioned, were Illinois, Pennsylvania, New York, New Jersey, and California.
Source: The Property Casualty Insurers Association of America
the availability of single sign-on between
applications and integration, a static
implementation does not work well be-
cause constituents are constantly moving
around. A single platform is powerful
because data is available across the entire
extended enterprise. Moreover, this al-
lows an insurer to reduce rework, increase
claims accuracy and efficiency, and reduce
expenses and cycle time. As a result, insur-